Release Note

Contents

Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesys.com for more details.

This release note applies to all 8.1 releases of Business Process for use with Facebook.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information about third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Business Process for use with Facebook.

• This version is compatible with all eServices 8.1.4 components.

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Business Process for use with Facebook.

• This release supports workbin functionality in the Interaction Workspace Plug-in for Facebook.

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Business Process for use with Facebook.

• This release supports all new features in eServices 8.1.201.x.

• This release adds the new Facebok Outbound Init Queue, which acts as a virtual queue that provides a temporary placeholder for an outbound interaction for the Facebook plug-in.

• The Business Process now checks for interactions of type facebooksession (Facebook chat) in inbound strategies.

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

New in This Release

This is a hot fix release of this product. This section describes new features that were introduced in this release of Business Process for use with Facebook.

• This release adds the Facebook BP - Single Comment Routing Business Process. This Business Process is similar to the existing Facebook BP, except that it filters out all interactions that do not consist of exactly one post and one comment. A description can be found on the "Facebook BP - Single Comment Routing" page in the eServices Social Media Solution Guide, which you can access at http://docs.genesyslab.com/Documentation/ES.
  Note: Single-comment routing works only with Interaction Workspace, not with Genesys Desktop.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Business Process for use with Facebook.

• This version is compatible with all eServices 8.1.2 components.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced this release of Business Process for use with Facebook.

• This release incorporates a number of internal improvements and enhancements.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced this release of Business Process for use with Facebook.

• Functionality in Interaction Workspace Plug-in for Facebook.
• Additional keys for intelligent Workload Distribution (iWD) workflow.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.1 release of Business Process for use with Facebook.

• This version is compatible with all eServices 8.1.0 components.

• Additional sample Business Process for Facebook that uses Genesys intelligent Workload Distribution (iWD) for interaction management.

• Business Process enhancements for improved display of social attributes in intelligent Workload Distribution (iWD).

Corrections and Modifications

There are no corrections or modifications in this release.

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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.

There are no known issues or recommendations for this product.

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.

There are no discontinued items for this product.

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Internationalization

Information in this section is included for international customers.

There are no internationalization issues for this product.

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Additional Information

Additional information on Genesys is available on our Customer Care website.The following documentation also contains information about this software. Please consult the Deployment Guide first.

The following are accessible directly from the eServices product page on the Genesys Documentation website:

• eServices 8.1 Deployment Guide describes deployment procedures for all eServices components. It also contains a high-level description of the eServices system, its architecture, and a list of new features in the current release.

• eServices Administrator's Guide presents recommendations for monitoring and adjusting your eServices configuration, plus detailed explanations of procedures to use for selected special purposes.

• eServices Knowledge Manager User's Guide provides information about Genesys Knowledge Management, including category structures, standard responses, and screening rules, as well as the natural language processing functionality optionally available as Genesys Content Analyzer.

• eServices Interaction Properties Reference Manual provides information about the key-value pairs that represent properties of eServices interactions.

• eServices Integrated Capture Points Guide provides information on configuring and using integrated capture points, which are a feature of Interaction Server providing a mechanism for capturing new interactions from external source systems, and for issuing requests to existing interactions.

• eServices Multi-tenancy and Load Balancing Guide provides information on configuring multi-tenant environments and on load balancing among multiple instances of certain eServices servers.

• eServices Social Media Solution Guide describes deployment and use of the Genesys Social Messaging product.

• eServices 8.1 Reference Manual provides a reference listing of all configuration options and of field codes used in standard responses.

• eServices 8.1 Web API Client Developer's Guide describes the structure of the Web API, explains the Simple Samples, and describes procedures for customizing them.

• eServices (Multimedia) 8.0 Selected Conceptual Data Models for the UCS Database describes a portion of the Universal Contact Server (UCS) database.

• 8.1 Universal Contact Server Manager Help is a guide to the Universal Contact Server Manager user interface.

• eServices 8.1 Knowledge Manager Help is a guide to the Knowledge Manager user interface.

The following are also accessible on the Genesys Documentation website:

• For a listing of classes, methods, fields, and constants of the Web API portion of the Web API Server component, see:

  • eServices 8.1 .NET Web API Reference for the .NET Web API
  • The API References of the Platform SDK for the Java-based Web API

• Universal Routing 8.1 Interaction Routing Designer Help is a guide to Interaction Routing Designer, including the portion of it that designs interaction workflows and business processes for eServices.

• Universal Routing 8.1 Business Process User's Guide contains step-by-step instructions for using Interaction Routing Designer to design interaction workflows. It also describes the sample business processes supplied with eServices.

• Genesys Events and Models Reference Manual includes a set of basic interaction models, showing the components involved and the event messages sent among them. For authoritative description of the event messages, see the next item.

• Genesys 8.1 Security Deployment Guide describes the deployment and configuration of some of the security features provided in Genesys software.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD.

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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